Business Analyst Salesforce

Tiffany is seeking a Business and Systems Analyst to support our Salesforce Service Cloud initiatives from our Parsippany, NJ location.

Partner with the Business, technical teams and engage in grooming detailed User Stories and any technical documentation. Ensuring there is alignment between all teams on the solution for any major, minor as well as maintenance releases.

Coordinate Salesforce platform updates including any configurations as well as any other Tiffany in-house CRM systems as needed.

Participate in daily triages to gather enhancements and improvements in relevant systems.

Agile/Scrum - Will lead backlog for multiple projects, follow-through on all assigned features/user stories to ensure they are ready for release within the allotted sprint within JIRA (Atlassian).

Quality Assurance - Will conduct functional testing where needed to validate stories across sprints cycles to ensure requirements are implemented as encouraged. Perform any regression tests and participate in Integration Testing and User Acceptance Testing (UAT). Support business stakeholders during User Acceptance Testing Phase - Test Scenarios, Test data, Defect management by Triaging issues.

Application support - Will investigate, analyze and prioritize incidents and problem tickets within Service now as part of IT maintenance and any improvement efforts. This will include coordinating any application maintenance activities with external vendors - Salesforce. JRNI etc. Document and publish any knowledge articles business processes, any known issues, FAQs etc. to support IT Services model.

Responsibilities:

• Partnering closely with the Business/product and technical teams, developing detailed user stories including any technical specification documentation, and ensuring there is alignment between all teams on the solution for any major, minor as well as maintenance releases for Salesforce & Marketing applications.
• Coordinate configurations, upgrades, new features/releases for Salesforce & Marketing applications.
• Coordinate problem management, ensuring all steps during a production issue are being addressed. Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Lead knowledge transfer sessions to maintenance team for any improvements for major and minor releases.
• Continually improve personal knowledge and skills relevant to IT applications, current enterprise application architecture and integrations (Technical and functional)

Qualifications:

• Bachelor's degree in Information Technology/Computer Science or a related field, or experience in IT related to Business analysis, software development or support
• 2+years of experience in an IT Business or Systems Analyst role
• Experience in Retail and CRM preferred, and experience with luxury retail is ideal
• Experience with Salesforce (administrative background) & solid understanding of CRM platforms are preferred
• Proficiency in databases, SQL, HTML, XML, Jira and Confluence is necessary
• Ability to investigate and analyze data with appropriate tools - proven analyst skills spanning business functions and applications
• 2+ years of Agile and SDLC experience - full lifecycle solution development, from requirements gathering through build, test, deploy, and support
• Demonstrated experience documenting use cases and functional requirements
• Basic SQL query skills and strong familiarity navigating database structures and integration design documentation
• Proven ability to optimally lead cross functional departments in requirements sessions
• Proven ability to partner and liaison between business users and a technical development team
• Solid understanding of Salesforce, Jira, Confluence, HP ALM, SharePoint, Microsoft Visio and Microsoft Project
• Experience in multiple technology platforms (CRM, Marketing, eCommerce, order management systems, analytics, email service providers, CMS, Data warehouse, etc.)

Preferred:

• 2+ years of Agile and SDLC experience
• Previous experience with Salesforce development
• Knowledge of Adobe Campaign and Salesforce Marketing Cloud
• Experience with Global & Luxury Brands